This is what I have seen over the years. There is a two pronged approach to resolve this. First is to make sure the problem AND the fix is well documented in a Knowledge Base article for the helpdesk to utilize. The second is to have a policy to require calls to go through the helpdesk and don't be afraid to say "I'm sorry but you need to contact the helpdesk to open a ticket". This then circles back around to the documentation that the helpdesk works from.
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